I’ve been thinking about the idea of crowdsourcing a lot this year. Last month, I wrote about giffgaff’s unique approach of crowdsourcing not just marketing and R&D, but also customer service. And, for the 33rd and last “The Social Nerdia Show!“ of 2009, I spoke with Robbie Hearn, the Chief of Member Experience at giffgaff to learn more about how this MVNO from the UK operates. Prior to joining company, Robbie was Head of Retention at Be Broadband, a O2/Telefonica subsiduary where he first realized just how powerful it was for a company to have a very engaged community.

Listen to the entire conversation with Robbie on the Flash player below. You can also subscribe to us on iTunes, stream from mobiles on Stitcher, and listen to upcoming shows LIVE on blogtalkradio.

giffgaff officially launched on Nov 23rd. “The project as a whole started to take form 9 months ago,” Robbie told me. “It’s gone from nothing to full launch in that period of time, which is very quick for a mobile company.” At first glance one might assume that giffgaff is just a regular MVNO, but giffgaff is truly changing the way a mobile company interacts with its customers.

I asked Robbie to explain what makes giffgaff so unique. ”We see a need and a gap in the market for a new model. We’re what we call people-powered,” he said. “In essence, we’re trying to really leverage all the great new trends and technologies around crowds; we want to engage our members more than any other mobile network in the UK.” Unlike other companies that try to control everything related to their brand, giffgaff lets its ‘members’ interact with the company and with each other online, and allowing them to be part of the company’s “marketing, R&D, and customer service; recruiting members and especially helping answer questions.”

Crowdsourcing Customer Service

Thanks to Wikipedia and companies like Doritos and Starbucks, we’ve all come to know about various forms of crowdsourcing, especially when it comes to marketing and R&D. But crowdsourcing customer service? Now that’s a new idea.

“Crowdsourcing customer service is almost like a misnomer. You don’t need a huge crowd, just a small group that’s absolutely motivated by helping other people; they are the super users,” Robbie told me. ”We don’t have a call center,” he added. “You go online, you type in whatever question you have, and the integrated search identifies an answer based on information giffgaff has submitted as well as information provided by users on the forum.”  (more…)

Becca Taylor is a Social Media Manager at HP’s Enterprise Business, which focuses on servers, storage, business and IT software/services, and other B2B technologies. On the 32nd episode of “The Social Nerdia Show!,” I had a conversation with Becca and she told me about her role at HP, what the company is doing in the social media world, and her thoughts on community, participation, and personal branding.

Listen to the entire conversation with Becca on the Flash player below. You can also subscribe to us on iTunes, stream from mobiles on Stitcher, and listen to upcoming shows LIVE on blogtalkradio.

HP is a very large company with over 150,000 employees. “The larger the company gets, often, the more difficult it is to really get authentic social media engagement running,” Becca explained. She added that the benefits of social media in business-to-consumer offerings is much more clear than it is in the B2B realm, but her team is helping change that within HP by identifying the value to the company and its customers.

Her team is called “The Social Media Enablement Team” and consists of 6 people with different roles and in different locations. “Our goal is to work with different teams within the division to get them up to speed on the tools, and most of all, understand from a business perspective that they need to approach social media marketing as they would approach any marketing program, with deliberation, responsibility, and objectves,” Becca said.

Becca has been with HP for 10 years. She actually started at Compaq (which was acquired by HP) doing web documentation. She then transitioned into marketing where she “focused on customer advocacy, on how to best use the internet and various tools to enhance the customer experience.”

About a year ago the Enterprise Business division created a team that focused on social media, and Becca was one of the few who joined the team. “I’m thrilled I did,” she told me, “because I love my job. It’s the best job I’ve ever had.” (more…)

Cathy Brooks is a journalist, creative media strategist, and host of the Social Media Hour live podcast. She blogs at Other Than That, which is also the name of her consulting firm, and she has worked for companies like Tech TV (now G4) and Seesmic. In last night’s The Social Nerdia Show! I spoke with her about media, journalism, newspapers, technology, business, and much more. Cathy is not only highly entertaining, she is also incredibly insightful and thought-provoking.

Listen to the entire conversation with Cathy on the Flash player below. You can also subscribe to us on iTunes, stream from mobiles on Stitcher, and listen to upcoming shows LIVE on blogtalkradio.

Cathy’s tagline for her podcast is ‘it’s not about the tools, it’s about what you do with them,’ and it very well reflects her views on technology. She has much appreciation and enthusiasm for “the way that technology is used or not, successfully or not, and the impact that has on the way we buy things, share information, communicate with each other, and just evolve as carbon based life forms.”

The Two Medias

The fact that Cathy has much experience in traditional media led me to ask her about the now very widely use ’social media’ term. She responded that there are two kinds of media, “media with a capital M and media with a lower case m.” The first one is ‘the media,’ and it includes outlets from large organizations like News Corporation and The New York Times Company, as well as blogs like The Huffington Post and Tech Crunch. “Lower case m (media) are the platforms, the technology, the things we use, the social networks, the real-time stream things like Twitter, Blogtalkradio, Facebook, YouTube, and the list goes on and on,” she explained.

While some would argue that the concept of media is not much more than a channel or a means to deliver some form of content, Cathy think that media has always been social. “Social media to me is a rather redundant term as opposed to an oxymoron like jumbo shrimp. Media is by its nature a social thing and it has become more so in its interactivity, crowdsourced nature, and user generated contributions,” she told me.

The Case for Journalism

There has been much talk about the death of the newspaper and the traditional media organization in the last few years, but Cathy thinks this has been “greatly exaggerated.” She continued to say that while “some of these types of media outlets, some of the mediums, may either die or change greatly, the need for journalism has never been more important.” (more…)

If you’re on Twitter, you’ve probably heard of Tweetsgiving (which starts today!) and the Twitter Kids of Tanzania. In last night’s The Social Nerdia Show! I had an awesome conversation with Stacey Monk, founder of Epic Change, the non-profit organization behind Tweetsgiving that “invests in people with incredible stories“. It was easy to see that Stacey’s heart is as big as her dreams to make a difference the world.  Her story is quite powerful and so is the story of those that her organization is helping and working with.

Listen to the entire conversation with Stacey on the Flash player below. You can also subscribe to us on iTunes, stream from mobiles on Stitcher, and listen to upcoming shows LIVE on blogtalkradio.

“We believe there are incredible people across the globe that are creating change in their own community; we try to amplify their visibility and impact,” explained Stacey about what drives Epic Change. Tweetsgiving was a project that Epic Change “imagined six days before American Thanksgiving in 2008 with six volunteers, and launched only 48 hours before Thanksgiving.”

The Tweetsgiving idea was simple: ask people to share about what they were thankful for and ask them to donate to the project if they felt moved to do so. The result was over $10,000 in donations that were invested to build a classroom at a school founded by Tanzanian Epic Change fellow “Mama Lucy” Kamptoni, a woman who used her own money to open up a school that today serves more than 300 kids.

The Twitter handles of those who made donations were painted in the room so it is no coincidence that Twitter and the “@” symbol have become quite popular in the school in Tanzania. These days, Mama Lucy and the kids have become passionate users of the microblogging platform and you can follow them yourself here. ”They do not yet have a library, but they access to a world of information!,” Stacey said with much excitement about the kids’ access to the internet, which has been made possible thanks to a recently donated Technology Lab.

The goal for Tweetsgiving 2009 is much larger than that of 2008 and Stacey told me that it includes building a library, a cafeteria, and a dorm for the kids in Tanzania. (more…)

Web 2.0 tools and technologies, things like blogs, wikis, podcasts and RSS, are changing the way companies communicate and collaborate, both internally and externally with customers, partners and suppliers. In last night’s The Social Nerdia Show! I was able to speak with Michael Chui about how companies can successfully leverage Web 2.0 and social media. Michael, a McKinsey & Company consultant serving technology and telecom clients, has been co-leading research on emerging long-term technology trends and their impact on clients and some of this research can be found on studies published by The McKinsey Quarterly, including “Six ways to make Web 2.0 work.”

Listen to the entire conversation with Michael on the Flash player below. You can also subscribe to our shows on iTunes, stream from mobile phones on Stitcher, and listen LIVE on blogtalkradio.

For the past 3 years, Michael and his McKinsey team have been surveying over 2000 executives on their use of Web 2.0 in the enterprise. “There has been an evolution; the number one thing that has changed over the years is continuing adoption and usage,” Michael explained.

As more and more enterprises experiment and deploy the tools, it seems like more of them are starting to realize their real value. Michael explained that the results are impressive because “two thirds of respondents actually reported driving real business benefits from the use of Web 2.0 in the enterprise, which is quite a powerful result.”

Some of the benefits discovered include an “increase in speed to access knowledge and expertise, increase in cost-savings related to communication and travel, increase in employee satisfaction, and increase in the effectiveness of marketing and customer satisfaction.”

(more…)

Samsung is one of the most admired companies in the world. With a roster of high-quality HDTVs, smartphones, and cameras, it is not surprising that the company’s products speak for themselves, but there is also very talented people making sure the world knows about the latest and greatest from Samsung. Last night, on The Social Nerdia Show! live podcast’s 28th episode, I had a conversation with Matt Moller and Keith Swiderski, Samsung’s Social Media Strategists. They told me all about their customer-centric approach to engaging with people on the social web and provided some advice for making an impact in social media.

You can listen to the entire conversation with Matt and Keith on the Flash player below. You can also subscribe to all our shows on iTunes, stream it from a mobile phone on Stitcher, and listen to it LIVE on Thursday nights on blogtalkradio.

Samsung has been doing several things all over the social web, including campaigns like Tap & Take, Twitter accounts, and even incredibly popular Extreme Sheep LED Art. However, Samsung is not new to social media. From message boards and forums like the ones found on CNET to early social networks, Samsung has always paid close attention to what people say online.

“In addition to listening and gathering, we want to go out and actually engage customers and help them get the most out of their products,” Keith explained. “When Windows 7 beta came out a lot of people were using our netbooks. We found out that people really liked it and it enabled us to know how people were using our products.” He continued by saying that “moving on to Twitter and Facebook was a natural extension to let consumers know that we’re about more than just our products.”

Social Media at a Large Multinational

Because Samsung is such a large company, “a lot of these (social media efforts) evolved from the bottom-up. Samsung empowers its people with getting involved in new things and being on the cutting edge,” Matt explained. Samsung doesn’t have a social media policy with specific details about what employees can and cannot do online. “Samsung feels strongly in its employees right to freedom of speech and being able to express themselves.”

Matt also said that the different territories and regions worldwide are able to take control of how they reach customers with social media. While there is a consistent and unified message for the Samsung brand, Matt also said that he doesn’t think there will ever be a “central entity that will control all social media” because that would not really align with what social media is about. (more…)